ITIL® v3 Operation Support and Analysis Capability (OSA)

5 Days

Course Description:

This 5-day course immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

The Operational Support and Analysis Capability course will be of interest to:

  • Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Learning Objective:

At the end of this course, the learner will gain competencies in:

  • Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
  • The importance of ITIL Operational Support and Analysis while providing service
  • How all processes in ITIL Operational Support and Analysis interact with other Service Lifecycle processes
  • What are the processes, activities, methods and functions used in each of the ITIL Operational Support and Analysis processes
  • How to use the ITIL Operational Support and Analysis processes, activities and functions to achieve operational excellence
  • Explain how to measure ITIL Operational Support and Analysis
  • The importance of IT Security and its contributions to ITIL Operational Support and Analysis
  • Understanding of technology and implementation considerations surrounding ITIL Operational Support and Analysis
  • Challenges, Critical Success Factors and Risks associated to ITIL Operational Support and Analysis

Prerequisites:

Candidates for this course must:

  • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
    • Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

Course Materials:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions.

About the examination:

  • Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Operation Support and Analysis Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination.
  • The syllabus can be downloaded from:
    http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is a minimum of 4 correct answers and a combined score of 26/40 or 65%
  • Distinction pass score is a minimum of 4 correct answers and a combined score of 30/40 or 75%